Introduction
A Customer Success Manager Architect (CSM) career in IBM means a career where you're helping clients fully realise the value of their existing IBM products, whilst growing their adoption of next-generation technologies from across IBM's wider portfolio. It means being a trusted strategic advisor to some of the world's most transformational enterprises and culturally influential brands, as they rely on your expertise and our technology to solve some of their hardest problems.
Excellent onboarding and an industry leading learning culture will set you up for positive impact and success, whilst ongoing development will advance your career through an upward trajectory. Our sales environment is collaborative and experiential. Part of a team, you'll be surrounded by bright minds and keen co-creators - always willing to help and be helped - as you apply passion to work that will have a positive impact to the world around us.
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Your Role and Responsibilities
A Customer Success Manager opportunity in IBM might be different to what you're used to. In addition to the people and commercial skills often associated with this position, an IBM CSM is also an Architect. Someone with a deep understanding of technical complexities. A person who can quickly understand clients' hard-to-understand technology issue and communicate them back in an easy-to-understand way.
With deep roots in a hands-on technological background, and through different communication techniques, you'll be able to showcase IBM solutions. Using excellent communication, you'll articulate their compatibilities with a client's stack via use-case identification, solution architecture design, and MVP builds.
With technical expertise and a consultative style, you'll quickly build credibility as a trusted advisor at all levels. To drive expansion and renewal growth, you'll guide IT executives through the changes needed to realise the full value of expanding their adoption of IBM's products.
Your primary responsibilities will include:
- Understanding Client's Challenges and Building Trust: Understand clients' primary challenges and establish yourself as a trusted technical expert for their migration, deployment, and adoption of Hybrid Cloud and AI Growth offerings.
- Facilitating Use Case Exploration and Business Framing: Lead use case exploration and business framing workshops, develop client value realization models.
- Leading Persuasive Technical Conversations: Lead technical discussions that persuade clients to act based on their requirements and the value provided by IBM's solutions.
- Creating Post-Deployment Customer Success Plans: Develop post-deployment customer success plans aimed at continually increasing post-launch, active user adoption of IBM's products.
Required Technical and Professional Expertise
- Proven Technical Expertise in Complex Technology Sales: Demonstrated track record as a technical expert (e.g., Engineer or equivalent) in successfully closed Technology sales cycles.
- Hands-On Experience in Technology Domains: A previous background with hands-on practical experience in one of the following areas: Cloud, Data and AI, Automation, Integration or Security, enabling rapid establishment of credible trust with client stakeholders.
- Proficiency in Agile Practices: Solid experience in utilizing agile best practices to achieve successful outcomes in an agile and swift manner.
- Effective Communication and Relationship Building: Demonstrable success in communicating and personal relationship development at all levels, from engineers to CIOs.
- Self-Motivation and Problem-Solving Aptitude: A natural inclination toward self-motivation and initiative, in addition to the ability to navigate data and people to find answers and present solutions.
- Prior success in a customer-facing role such as customer success, consulting, pre-sales, technical account management, or equivalent functions
- Several years of professional experience with complex software and IT solutions (Cloud and SaaS solutions) or in supporting customers in an integration environment
- Track record of achieving targets and goals/quotas
- Ability to lead technical/in-depth conversations
- Handled difficult customer situations and escalations
- Willingness and ability to travel as required to spend time with customers
- Business fluent in English
- Experience with using or implementing webMethods (or a similarly mature product)
Preferred Technical and Professional Expertise
- Broad Technology Solution Expertise: Proven experience working with a diverse range of technology solutions, including Cloud, Data & AI, and more (training in IBM's products will be provided).
- Sales Experience in Software and Cloud: Demonstrated experience in software and Cloud sales, encompassing software, SaaS, IaaS, PaaS, and Cloud solutions.
- Ability to speak another language besides English (nice to have)